At DICK’S Sporting Goods, we believe in how positively sports can change lives. On our team, everyone plays a critical role in creating confidence and excitement by personally equipping all athletes to achieve their dreams.  We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve.

If you are ready to make a difference as part of the world’s greatest sports team, apply to join our team today!

OVERVIEW:

Job Responsibilities:

Customer Service

Carry out standard customer service activities. Ability to handle both simple and

complex enquiries following predefined scripts. Record the call in an ITSM ticket.

Ability to work on ITSM ticket created by other teams. Follow up on call/ticket, if

needed. Complete all tasks or escalate within the predefined SLA/SLO.

Change Control Management

Understands the department change control policies. Show ability to execute

simple and complex change control requests and tasks within the change

window defined in the change control.

Processes and Procedures

Are familiar with the processes and procedures for your position. Know the

structure and can easily find SOPs for issues and alerts. Ability to follow simple

and complex SOPs. Escalate issues to L2 or Engineering.

ITSM, ITIL and Reporting

Understands the DSG ITSM tool to open, work and close incident and request

tickets. Use ITIL concepts to work incidents and create problem tickets. Have the

ability to read dashboards and trending reports to make better decisions on

priority of resolving incidents and requests.

Project Work

Ability to work within a team to complete projects run by the team or other

teams. Can work on multiple projects. Make suggestions and contributions about

the project to the team.

Ongoing Learning and Development

Develop own capabilities by participating in assessment and development

planning activities as well as formal and informal training and coaching; gain or

maintain external professional accreditation where relevant to improve

performance and fulfill personal potential. Maintain an in-depth understanding of

technology and industry best practices through ongoing education and reading

specialist media.

Continuous Improvement

Contribute to reviewing existing operations in own area of work and generate

new ideas to assist in identifying continuous improvements.

QUALIFICATIONS:

• Computer Trade School or Associate Degree or Higher

• 4+ years experience

#LI-CB1

VIRTUAL REQUIREMENTS:

At DICK’S, we thrive on innovation and authenticity. That said, to protect the integrity and security of our hiring process, we ask that candidates do not use AI tools (like ChatGPT or others) during interviews or assessments.

To ensure a smooth and secure experience, please note the following:

• Cameras must be on during all virtual interviews.

• AI tools are not permitted to be used by the candidate during any part of the interview process.

• Offers are contingent upon a satisfactory background check which may include ID verification.

If you have any questions or need accommodations, we’re here to help. Thanks for helping us keep the process fair and secure for everyone!